IT Support Specialist I

Ware Malcomb•Newark, NJ

8d•$24 - $29•Onsite

About The Position

The IT Support Specialist I is an entry-level, front-line helpdesk role supporting end users in the local office and offices in assigned regions. The position responds to IT support calls and troubleshoots or triages tickets from team members. It also configures, maintains, and supports end-user laptops and workstations, along with relevant office and production software. This is an onsite, full-time, long-term position with work hours of 8:00 AM–5:00 PM local time and after-hours work as needed to complete open tasks.

Requirements

Bachelor’s degree or an equivalent combination of technical training and work experience.
Relevant IT coursework and/or the equivalent of two years of IT support experience.
Analytical, critical, and deductive reasoning skills to troubleshoot user issues.
Ability to communicate technical information effectively to a less technical audience.
Clear, concise, professional, and thorough oral and written communication skills.
Ability to multitask, follow processes and procedures, and take direction positively.
Ability to safely lift or carry equipment weighing up to 25 pounds and reach for overhead items.

Nice To Haves

Ability to speak, understand, and write in Spanish.

Responsibilities

Serve as the first-level technician on the helpdesk team.
Provide excellent customer service through effective communication and active engagement.
Resolve IT requests within established Service Level Agreements (SLA).
Escalate IT issues to mid- or senior-level technicians as needed.
Manage the helpdesk queue to ensure timely responses and resolutions, and accurately document resolutions.
Assist other team members to help balance the IT workload.
Develop and maintain close working relationships with the IT team and end users.
Assign and recover IT assets in the assigned region.
Maintain accurate inventories of hardware and software.
Complete assignments as directed by the Director of IT, Principal of IT, or Ware Malcomb leadership.
Participate in after-hours work and travel to various work sites as needed.